Customer Experience Manager - Call Center

About the role

The Economic Services Division (ESD) within the Department of Community Resources (DCR) administers federal and state-mandated programs for eligible families. ESD administers programs including Food & Nutrition Services, More Than A Job NC, Work First Family Assistance, Work First Employment Services, Medicaid for Family & Children, Adult Medicaid, Energy Assistance, and Emergency Assistance programs.

Responsibilities

• Supervise and support daily operations of the call center, including inbound/outbound calls, emails, and chat channels.
• Maintain and monitor performance metrics (e.g., call volume, handle time, customer satisfaction).
• Establish and enforce Customer Service Center operating level agreements in consultation with staff.
• Collaborate with leadership to develop and execute strategic plans for service improvements.
• Analyze performance of Customer Service activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service to prevent future service interruptions.
• Manage scheduling, shift planning, and resource allocation to meet peak demand.
• Manage and evaluate assigned staff; process and resolve employee concerns and problems; direct work; coach, counsel, and mentor staff; complete employee performance appraisals; conduct interviews and make hiring recommendations.
• Develop procedures to meet department or program goals, ensuring adherence to regulatory guidelines.
• Review information with teams or staff members to provide guidance and direction in the delivery of services.
• Establish performance objectives, conducts periodic reviews and monitors progress.
• Monitor budget activities and adjust expenditures and make recommendations as appropriate.
• Review and audit staff cases and workloads to prioritize duties and referrals for new cases.
• Provide consultation to staff in complex case situations, acute emergencies, or cases which require a high-level decision.
• Complete monthly and quarterly program reports; review and analyze reports and statistics for continuous awareness of program operation and generate and present operational reports to senior management.
• Develop program goals, objectives, and strategies to provide direct assistance to customers.
• Identify information and resources necessary to assess community needs.
• Plan and assign responsibility for staff orientation and development.
• May be required to staff shelters in the event of a disaster.
• Mecklenburg County Department of Community Resources: Respond in cases of urgent and/or emergent events that require public health interventions.

Requirements

• Minimum of six years of experience in area of assignment, including one year of supervisory experience or completion of an approved supervisory training program.
• Bachelor's Degree in Human Services or related field. Combination of relevant education and relevant experience accepted.
• Preferred qualifications: Medicaid and Food and Nutrition Services experience, minimum of three years of managerial or supervisory experience, Licenses and Certifications: Requires a valid North Carolina or South Carolina Driver's License, Requires County Driving Privileges.

Skills

• Knowledge of General social work principles and available resources.
• Social services procedures, practices and methods.
• Social services related federal, state and local laws, rules and regulations relating to provision of public assistance, and social welfare.
• Case management methods and techniques.
• Social services related federal, state and local laws, rules and regulations relating to provision of public assistance, and social welfare.
• Services offered by the county and other local public and private community based service agencies.
• Developing trends and best practices in the specific program area.
• Supervising and evaluating employees.
• Prioritizing and assigning work.
• Managing and executing multiple tasks.
• Maintaining various confidential records.
• Evaluating records to ensure accreditation standards are met.
• Exercising judgment and discretion.
• Resolving conflict and crisis intervention.
• Achieve and maintain effective relationships with clients, other professionals and the general public.
• Preparing correspondence and comprehensive reports.
• Working in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs.
• Working nights and/or weekends for positions in certain departments.

Benefits

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too.

Pay

Salary Range: $71,925.74 - $ 91,705.31

Schedule

This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity.